Technical Support Representative

Posted by Johnson Outdoor Marine Electronics on 05/10/2022

Expired

Technical Support Representative Job Basics

Industry Sector: Fishing
Job Type: Full-Time
Job Categories: Customer Service
Salary: -
Required to Relocate: No
Required to Travel: No
Employee May Telecommute: Yes
State: Alabama
Job Seeker Must Live Within: Telecommute
City: Eufaula
Required Experience: 0 - 1 year

Technical Support Representative Job Description & Requirements

Technical Customer Service Representative

JOB SUMMARY

Provides excellent customer service to dealers, sales representatives, and consumers via phone, email, live chat and social media. Provides diagnostic advice to resolve technical product issues, order entry, and recommendations on product selection, and maintains accurate and up-to-date records on communications through computer applications.

KEY RESPONSIBILITIES

Provides technical and sales support to consumers, dealers and sales reps to ensure efficient and accurate quality service relating to our products, their software, features and functions.
Provides post-sale support to consumers and retail channel partners in the form of trouble-shooting advice to install and repair product or direct them to a qualified repair facility. Enter orders for replacement parts, finished products, repair authorizations, and facilitate returns process during or after the warranty period. Documents the interaction in the appropriate computer application to help drive continuous improvements in process and product quality.
Responds to inquiries, resolves routine issues (referring more difficult problems upward, if necessary), and educates and acts as a resource on company products via phone, email and other methods as appropriate. Documents inquires, issues and resolutions, and education provided as required.
Provides pre-sale support to consumers and retail channel partners in the form of product selection based upon the application and desired features, installation and rigging, promotions, product availability, pricing, and where to purchase. Documents the interaction in the appropriate computer application to help drive continuous improvements in process and product quality.
Executes routine reports and independently creates reports to support department activities. Demonstrates proficiency in supporting the minimum amount of product families as identified by each Johnson Outdoors brand. Maintains and monitors personal performance metrics to ensure department KPI’s (key performance indicators). Strives for continuous improvement.
Issues return and repair authorizations as necessary.
Performs other duties as assigned.

UPERVISORY/MANAGEMENT RESPONSIBILITIES

None

EDUCATION AND EXPERIENCE REQUIRED

Education: High school diploma or equivalent.

Experience: Typically requires a minimum of 1 year of experience in a technical customer support role and 2 years of overall customer service experience.

KNOWLEDGE, SKILLS AND ABILITIES

Excellent verbal and written communication skills to effectively work with a variety of individuals, identify and solve problems and up-sell/cross-sell products. In addition to reading, writing and verbally communicating clearly in the native language of the region the representative is serving, may be required to speak clearly in another language as defined by the region.
General knowledge of the Microsoft Office (Word, Excel, Outlook) or similar products and the ability to easily learn applications.
Demonstrated mechanical aptitude to comprehend and understand resource materials such as dimensional drawings, specifications, installation manuals, and owner/operator manuals to explain/educate the customer.
Demonstrated experience and skills in effectively and efficiently responding to customer inquiries using the phone, email, chat or other communication platforms provided to the department as a tool to perform their duties.
Skills in effectively problem solving routine issues and ability to escalate issues as needed.
Basic mathematical skills which include the ability to add, subtract, multiplication and division with the assistance of a calculator.

A few pointers about our culture:

Entrepreneurial spirit and innovation are in our bones! We authentically innovate trusted equipment that gets people out in the great outdoors.
We are laser-focused on our consumers, and passionate about providing superior solutions flexible to meet any event’s needs or mission requirements.
We strive to create meaningful, healthy change in the world as individuals and as a family of brands.
We value team members who are willing to wear many hats; who take personal initiative, anticipating what needs to be done, and figuring things out to make them happen; but who are also willing to ask help, to assist others and work together.

What you will receive:

Share in the company’s success with competitive base salary with additional earning potential through participation in the annual discretionary cash profit sharing program, eligibility for annual pay increases, and employee stock purchase plans.
Find work/life balance with generous Paid Time Off and holiday benefits, a full benefits package, and broad range of employee support and fitness and wellness plans.
Further your career with performance development and training opportunities, including our tuition assistance program.
Have fun at work, enjoying a collaborative and casual work environment, participating in fun company events, and taking advantage of great employee discounts on all our outdoor recreational products.
Plan for your future with our 401(k) with company match and deferred retirement contributions, Sons & Daughters Scholarship program, college savings program, life and LTD insurance, employee stock purchase plan, and more.

About Johnson Outdoor Marine Electronics

JOHNSON OUTDOORS is a leading global innovator of outdoor recreation equipment and technologies that inspire more people to experience the awe of the great outdoors. The company designs, manufactures and markets a portfolio of winning, consumer-preferred brands across four categories: Watercraft Recreation, Fishing, Diving and Camping. Johnson Outdoors' iconic brands include: Old Town® canoes and kayaks; Ocean Kayak™; Carlisle® paddles; Minn Kota® fishing motors, batteries and anchors; Cannon® downriggers; Humminbird® marine electronics and charts; SCUBAPRO® dive equipment; Jetboil® outdoor cooking systems; and Eureka!®camping and hiking equipment. Founded in 1970 by Samuel C. Johnson, the Company has delivered double-digit compound annual growth over its history, evolving from a single brand into a nearly $600 million global enterprise with around 1,200 employees across 20 countries.

About Johnson Outdoor Marine Electronics

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